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FAQ Guide

Consumer Complaint Data

Message from the Director

The OCC Customer Assistance Group is organized around core principles of dispute resolution and customer service. The office seeks to ensure that national banks, federal agencies and branches, federal savings associations, and their customers receive fair and expeditious resolution of their complaints. Complaints are approached with the core values of integrity, expertise, collaboration, and independence. Our vision is to be recognized as the premier provider of dispute solutions for financial institutions and customers of financial institutions and regulations for which we have jurisdiction.

While OCC remains the prudential regulator for all national banks and federal savings associations, July 21, 2011, marked the anniversary of the Dodd-Frank Consumer Protection and Wall Street Reform Act. On that day, the OCC became responsible for handling consumer complaints for national banks and federal savings associations with less than $10 billion in assets and for compliance with certain consumer protection laws. The Bureau of Consumer Financial Protection (CFPB) was formed on that day and their authority includes the handling of consumer complaints related to certain consumer protection laws for banks greater than $10 billion.

The Office of the Comptroller of the Currency will continue to process questions and complaints concerning consumer issues within the jurisdiction of the OCC through our Customer Assistance Group (CAG) and will continue to send misdirected complaints it receives to the appropriate federal or state regulator. Consumers can contact the OCC through its Website helpwithmybank.gov or by phone at 800-613-6743 or the CFPB at consumerfinance.gov, or by phone at 855-411-2372. Consumers may use the FFIEC site to identify a financial institution’s primary regulator, or may use the FDIC institution directory to identify which institutions have more than $10 billion in assets.